U2 Assessment

Good Essays
Open Document
Open Document
3300 Words
U2 Assessment
Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a disk
Then work through your Assessment, remembering to save your work regularly
When you’ve finished, print out a copy to keep for reference
Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.

Name:Fabian Stefan

Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

How / when used
Speed dialling

The keypad has pre-set dial numbers, each button or key sends call to a specific number. They are used to make regular calls easier with one touch only.
Call waiting

Some phones have this option, basically waiting calls are shown with flashing led lights or sound alerts in the speaker.

2. Prepare a brief report advising people on:

How to follow organisational procedures when making and receiving telephone calls
The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
When receiving telephone calls examples:
-should answer the telephone and the type of greeting to be given
-use the functions of the telephone in order to deal effectively with the caller
(put them on hold or transfer them to a colleague etc.)
-should take and record messages
-should identify the caller and then transfer the call to a colleague, passing on their information.
When making telephone calls:

You May Also Find These Documents Helpful